Customer Operations Specialist

Customer Operations Specialist (Contracts, Salesforce, DocuSign) – Remote | U.S. Hours Position Type: Full-Time, Remote Working Hours: U.S. Business Hours About the Role We’re hiring a Customer Operations Specialist to take full ownership of contract lifecycle management, contract execution, and CRM accuracy across a large customer portfolio. This is an execution-heavy, ownership-driven role — not passive admin work. You will: Own contract data Drive contract completion through daily outreach Maintain CRM accuracy Ensure contracts align with billing and recurring revenue If you thrive in high-volume, detail-oriented, follow-up-driven environments — this role is built for you. What You’ll Own 1. Contract Ownership & Accuracy Own all customer contracts end-to-end Maintain a single source of truth for: Contract status Terms Coverage Ensure all records are: Accurate Complete Audit-ready Maintain structured storage (e.g., Google Drive) 2. Contract Tracking & Data Management Maintain master tracking sheets in Excel / Google Sheets Track: Renewal dates Contract durations Special terms Clean and remove inactive accounts Prepare contract data for CRM accuracy in Salesforce 3. Contract Outreach & Execution (High Volume) Identify customers without signed contracts Conduct daily outbound outreach (email + calls) Clearly explain: Pricing Terms Value Send agreements via DocuSign Drive contracts from sent → signed → completed Maintain consistent follow-ups until closure 4. CRM & Revenue Alignment Update contract data and RMR (Recurring Monthly Revenue) in Salesforce Log all activities and updates for audit tracking Improve data quality through contract interactions 5. Agreement & Documentation Management Create and manage agreements for: New services Account updates Ensure all documents are: Executed properly Stored correctly Support account transfers with proper documentation 6. AutoPay & Compliance Ensure AutoPay enrollment for applicable customers Track exceptions and apply adjustments Maintain compliance and documentation 7. Collections Support (Partial) Conduct follow-ups on overdue accounts Log all activity in CRM Support overall revenue collection efforts 8. Reporting & Performance Tracking Deliver daily reports on: Outreach activity Contracts sent/signed Progress metrics Track contract coverage improvements Maintain visibility into execution performance 9. Process Improvement Identify workflow inefficiencies Improve: Outreach scripts Templates Tracking systems Increase contract adoption and execution speed What Makes You a Strong Fit You’re execution-driven, not passive You follow up relentlessly until things are completed You’re highly detail-oriented and organized You’re comfortable handling high-volume outreach + admin simultaneously You take ownership of outcomes, not just tasks Must-Have Requirements 2–4+ years in: Contract administration Operations Billing Customer support Experience with: Salesforce (or similar CRM) DocuSign Strong proficiency in: Google Sheets / Excel High attention to detail (low error tolerance) Strong written and verbal English communication Comfortable with: Outbound calls Follow-ups Objection handling Ability to manage multiple workflows simultaneously Nice to Have Experience working with: Recurring revenue (RMR) models Billing or collections workflows Exposure to: High-volume contract environments SaaS or service-based businesses What a Typical Day Looks Like Review contract tracker and prioritize outreach Contact customers via email + phone Send agreements via DocuSign Follow up on pending contracts Update CRM and contract records Track progress and report daily metrics In short: You ensure every customer has a valid, accurate, and executed contract — with nothing slipping through the cracks. Key Metrics (KPIs) % of customers with signed contracts Contract data accuracy across systems Daily outreach volume (calls, emails, follow-ups) Contract execution speed (sent → signed) Salesforce data accuracy AutoPay enrollment rate Reporting consistency and quality Why This Role Stands Out High ownership and clear accountability Direct impact on revenue accuracy and risk reduction Structured workflows with measurable performance Opportunity to improve systems and processes Remote flexibility with strong execution expectations #J-18808-Ljbffr Pavago